AccountId: 011433970860
ContactId: 64119fb8-1a48-4f81-9856-8adffa188835
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 112459 ms
Total Talk Time (AGENT): 45336 ms
Total Talk Time (CUSTOMER): 49974 ms
Interruptions: 0
Overall Sentiment: AGENT=0.8, CUSTOMER=0.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/11/64119fb8-1a48-4f81-9856-8adffa188835_20250611T16:28_UTC.wav
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[AGENT][POSITIVE] Good morning. Thank you for calling APL. This is [PII]. May I help you?
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] Um, yeah, this is [PII] with CT Dental Care. Um, I was calling to get a breakdown of benefits for a patient and to see if we are in or out of network with y'all.
[AGENT][NEUTRAL] OK. And [PII], what is the policy number, please?
[CUSTOMER][NEUTRAL] Um, the one she gave me is 02619366.
[AGENT][NEUTRAL] OK, thank you. And do you have a callback number in case the call drops?
[CUSTOMER][NEUTRAL] Um, [PII].
[AGENT][NEUTRAL] Thank you. And the patient's name, date of birth?
[CUSTOMER][NEUTRAL] [PII] and it's [PII].
[AGENT][NEUTRAL] OK, so his effective date is [PII] of this year. He is active on the policy. And now you need a general breakdown of benefits or I can send you a fax back.
[CUSTOMER][NEUTRAL] Um, a fax that would be fine. Um, can you, but can you tell me if we are in or out of network though?
[AGENT][NEUTRAL] We don't have a network, so the policy is open to where he can go to any dental provider.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And what is your fax number, Miss [PII]?
[CUSTOMER][NEUTRAL] It's [PII].
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, and that's [PII]?
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK, and is there anything else I can assist you with today?
[CUSTOMER][NEUTRAL] Um, so, and when he comes here and do y'all pay on like a usual and customary fee or do y'all pay on like what our fee would be?
[AGENT][NEUTRAL] Use your own customary.
[CUSTOMER][POSITIVE] OK, so whatever y'all allow, OK, that'll be fine. I'll let them know that. Thank you so much.
[AGENT][POSITIVE] Uh yes, ma'am. Thank you for calling APL. Have a great day.
[CUSTOMER][NEUTRAL] You too bye bye.
[AGENT][NEUTRAL] Mhm